Global Marketing Services Hub Performance Delivery Lead (Europe)

ABOUT UNILEVER
Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, approximately 3.5bn households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future.

Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you.

ABOUT GMS
Global Marketing Services (GMS) is at the heart of Unilever’s ambition to become a true engine for demand generation. We are an integral part of Unilever Global Business Services operation, directly responsible for partnering with brand and business teams worldwide to orchestrate and enable the key value streams that drive future growth. GMS acts as the integrator—breaking down silos and connecting the dots across marketing, sales, and innovation operations to deliver operational excellence, speed, and consistency at scale.

We focus on two critical value streams that underpin demand creation:

• Innovation to Market (I2M): Accelerating the journey from idea to shelf by integrating R&D, marketing, and supply chain, ensuring innovations are delivered with impact and speed.
• Engage to Convert (E2C): Powering the ongoing conversations with consumers and customers, turning brand desire into real demand through seamless, data-driven journeys that maximize engagement and convert interest into action. Integrating our marketing and sales teams.

By orchestrating these value streams, GMS enables Unilever’s frontline teams to focus on breakthrough work—creating, connecting, and converting demand at the speed of culture. Our role is to provide the backbone for these processes, integrating technology, data, and operational support so our teams can deliver impact, not just activity.

JOB PURPOSE
This role is the senior marketing operations leader for Europe, accountable for turning the Marketing Hub into a high performing engine that helps brands and markets grow demand faster and more effectively.
The PDN Europe Lead owns the day to day performance and evolution of Marketing Hub operations across European markets and Business Units. They work shoulder to shoulder with Marketing leadership, Business Units and strategic partners to take work out of markets, industrialise how it is done, and redeploy that capacity back into higher value marketing and demand generation.
At its core, this role is about building intelligent marketing operations: connecting people, partners, processes and technology into seamless, end to end ways of working that deliver better business outcomes, at speed and at scale.

RESPONSIBILITES
1. Lead Marketing Hub performance for Europe
Own the operational performance of the Marketing Hub across European markets, ensuring high quality, reliable and efficient delivery.
2. Act as the single interface between Marketing, Markets, and Partners
Develop and maintain robust, trusted relationships with Business Units, 1UL countries, and strategic partners. Direct the scoping, delivery, and ongoing development of projects through the Hub to ensure Marketing teams receive effective support while benefiting from centralized operations.
3. Release marketer capacity and change how work gets done
Redesign and industrialise marketing operations so that more work is done once, done well, and done at scale. Reduce duplication and complexity, enabling marketers to spend more time on strategy, creativity and demand creation.
4. Drive operational excellence, transformation and digital enablement
Continuously optimise Hub delivery through performance management, process improvement and the deployment of enabling technologies. Lead the transition towards smarter, more automated and data driven marketing operations.
5. Anchor Europe into a unified global operating model
Ensure European Hub operations align to the global GMS blueprint while representing regional needs. Act as a key contributor to the evolution of the global Marketing Operations model, sharing learnings and shaping future capability.

• Assuring excellence in Service Delivery from our Marketing hubs to the countries/BUs
• Managing end to end performance metrics and scorecards for all countries from within the team across user experiences, cost, cash and turnover
• Managing commercial and contractual relationships with the partner
• Ensuring Control frameworks are rigorously adhered to across the whole system (and operationally improved)
• Supporting in-market teams on managing and escalating disputes, performance issues and customer related claims (internal and external)
• Driving step-change transformation with the Partner network
• Being an active member within the GMS organisation and network to ensure that the appropriate designs (process, tech/data & org) are enhanced to deliver increased value
• As transformation programmes are delivered for and by BG’s/BU’s/GBS, ensure the network is able to activate new capabilities
• Leading a regional Performance Delivery Team, ensuring they have the mindset and capability to deliver high performance outcomes
• Evolving hub workflows into intelligent business processes that lay the groundwork for digital transformation, enabling more agile, data-driven operations across the demand generation ecosystem

ALL ABOUT YOU
• Constantly looking for ways to serve our customers and consumers better
• Passion for high performance to inspire the energy needed to win and grow
• High standards and accountability for self and others (peers, leaders and external stakeholders)
• An integrator who invests in teamwork and collaboration to drive better results, especially breaking down silo’d ways of working
• Ability to build and manage strong relationships at all levels: flexing their style to adapt to changing situations
• Talent catalyst with ability to build, lead and develop strong teams
• Strong communicator with excellent presentation and influencing skills
• Proven capability in driving digital transformation by leveraging Automation and Artificial Intelligence to enhance service delivery and operational efficiency
• Business acumen and customer centric mindset
• E2E function agnostic integrator (non silo mentality)
• Demonstrable agile mindset and capabilities
• Relentless driver of improvement (relevant to service performance & process simplification)
• Holding people accountable (peers, leaders and external stakeholders) and strong personal accountability for delivery
• Team leadership experience
• Successful history of Business Partnering within or to a Country/Function (desirable)
• Demonstrable capabilities in creating and managing strong senior relationships, including excellent presentation, influencing and communication skills (desirable)
• Complex project management experience (desirable)
• Experience of managing financial and business process controls (desirable)